Highland Park Plumbing FAQ

Your Questions Answered

If you’re looking for the right plumber to handle your plumbing projects,
you probably have a lot of questions. We have taken the time to answer
some of our most commonly asked questions so that you can feel confident
in your decision to call Little Tommy’s Plumbing Shop!

If you have a question that is not answered below, don’t hesitate
to contact us online or at (847) 443-9115.

How do I schedule service?

We strive to make scheduling with us as simple as possible. In our business,
we find that some situations need to take precedence over others, as some
can cause catastrophic damage. A leaky faucet is very different than a
flooded basement. We will always put the catastrophe ahead of the minor
repair or adjustment. Club member's emergencies and repairs will be tended
to as a priority.

What is a dispatch fee?

A Dispatch Fee (Level 1 Diagnosis) covers getting to your home and up to
15 minutes in the home to do a visual inspection, without the use of tools
or equipment. The normal cost is currently $89. When the technician completes
this inspection, he will give you a price to complete the repair. If you
agree to the work while the tech is there, the $89 fee is waived, and
you will only pay the price that our technician quoted.

What is a Level 2 Diagnosis?

There are occasions when a visual inspection is not going to tell us what
is wrong and what needs to be done for the repair. This would warrant
us doing a Level 2 Diagnosis. This includes up to 45 minutes, and our
current rate is $145. Our tech will keep you informed of the charges at
each phase of the diagnosis process.

What happens when a Level 2 Diagnosis is not enough to determine the problem?

A charge for Troubleshooting (Levels 1, 2 or 3) may come into play when
our techs must do additional investigating to determine the problem to
arrive to the best solution for repair. Level 1 is currently $59; Level
2 is currently $133; and Level 3 is currently $199.

How does emergency service work?

Our regular business hours are Monday through Friday, 7:30 AM - 4:00 PM.
Service that occurs outside our regular business hours is defined as emergency
service. While we try to limit emergency work to major problems –
such as no hot water, clogged sewer, flooding, no working toilets in the
home, gas leaks, or ceiling leaks – we understand that our clients
may define emergencies differently. While we waive our service charge
if work is performed during normal business hours, the service charge
is NOT waived after hours. We currently have a non-waived fee of $169
for after-hours calls. (Club members’ fee is $89 and is also NOT waived.)

What kinds of discounts do you offer?

By becoming a member of our Savers' Club, you will receive 12% off your
repair service. There are no discounts on remodels, sewer repairs, new
projects, etc. We offer the same 12% discount to seniors 65 and older.
Seniors have the option to join our club to activate the other perks of
our Savers' Club.

Do you offer service reminders?

It is very important to keep our clients informed when services are needed
at their homes. When service is due, we will call, send an email, and
send a post card to give you a timely heads-up. Ultimately, it is at the
homeowner's discretion to have the recommended service completed.

What is the importance of having a plumbing inspection performed?

We recommend that all clients have an annual plumbing inspection. We do
a 12-point inspection to make sure your plumbing system is running properly,
and, in many cases, we can then do preventative maintenance/repairs to
keep your plumbing costs down. Our 12-point inspection is $229. Savers'
Club Members receive this at no charge.

How do you calculate pricing?

We understand that care of your home can be expensive. We will always be
conscientious of this and do whatever we can to keep our prices affordable.
Our technicians will always give you the price of service before any work
is started. Your signature is required to start any work so that there
are no surprises. Therefore, we require a decision-making adult (over
18) to be present while our technicians are in your home. Should this
not be possible, we will work with you via email and phone to make sure
you understand what the charges will be before work is started. In situations
when additional investigation is required, our technicians will keep in
contact with you at each stage so that you can be assured that there are
no surprises on the final bill.

Regarding our price structure, we use an upfront pricing system. All our
expenses, wages, etc. are calculated, and then a moderate profit percentage is added.

Are your technicians qualified?

Yes. We are not a handyman service. Our technicians must go through five
years of training and pass a written and practical test to become an Illinois
State Licensed Plumber. Continuing education is required each year to
keep their licensing current. We will always arrive in a Little Tommy's
marked truck stocked with the most common materials needed to make the
repairs you need. Our technicians will be dressed in a Little Tommy's
uniform. Our techs are background checked and drug tested. Little Tommy’s
Plumbing is licensed by the State of Illinois, insured, and bonded.